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At TixTrack, we deliver world-class ticketing solutions. We combine modern technology, beautifully simple design, and the art of listening to create ticketing software that is easy to use but extremely powerful.

We are a small but growing company and anticipate robust growth in 2022-23. TixTrack HQ is in Los Angeles with a presence across the US, including NYC and international markets including the UK, Australia, and New Zealand.

< class="h2">Job Summary

We’re looking for a Director, Customer Success (Ticketure) to join our team and be a strategic and supportive partner for our customers at every stage of the buying process. We’re looking for someone who is just as happy getting into the weeds as they are managing. This role is responsible for taking ownership of key clients, developing a positive customer experience with our product, fostering positive relationships, and supporting brand loyalty. This position ensures long-term client retention by sharing new features and ways customers are leveraging our product, addressing, and often taking ownership of customer issues that may become escalated. The Director, Customer Success (Ticketure) serves as a product expert on how our solutions work and utilizes strong analytical thinking to help brainstorm and resolve customer requests. This position reports directly to the VP, Product Management & Customer Success (Ticketure).

< class="h2">Essential Duties and Responsibilities

• Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best solutions for their needs.
• Review and take ownership of customer complaints and concerns while seeking to improve all aspects of the customer experience with the company.
• Work with our implementation team to manage assigned customer through the transition to Ticketure and continued use of the solution.
• Check in regularly with assigned clients to explain new features as they are released and get an understanding of any challenges being faced with Ticketure.
• Help clients get the most out of Ticketure, including integrated product offerings such as CRM, reporting, etc., with the proven capabilities to demonstrate these capabilities to the client when asked.
• Establish clear retention goals and process milestones for the client and Customer Success team to work toward.
• Optimize existing processes within the company and actively enhance all Customer Success initiatives.
• Work with key stakeholders on sharing the Ticketure product roadmap.
• Ensure information from key clients is being communicated to the appropriate group and action is being taken by collaborating with the Ticketure Development and Ticketing Services teams .
• Support the sales process by communicating with perspective clients, as needed.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities, that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice.

< class="h2">Qualifications < class="h5">Minimum Requirements

• Bachelor’s degree in Business, Communication, or related field.
• Five or more years of experience supporting ticketing products either at a ticketing provider or as someone using a ticketing product.
• Exceptional ability to communicate and foster positive business relationships.
• Experience analyzing and optimizing the application of a ticketing product either in a Customer Success department or within a ticketing user.
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.

< class="h5">Essential Skills

• Strong oral and written communication skills.
• Ability to work independently and manage multiple projects and deadlines.
• Possess strong analytical, decision-making, and creative problem-solving skills.
• Strong attention to detail.
• Excellent organizational, leadership, and time management skills.
• Effective communication and management skills.
• Capability to understand and communicate technical concepts

< class="h2">Equipment/Software/Tools

• Ticketing Products
• Microsoft Office
• Google Suite
• Slack
• Zendesk (Support and Guide)
• Business Intelligence products

< class="h2">Company Values

TixTrack is committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

We strive to ensure a welcoming work environment where everyone belongs and is valued, encouraged, & respected. We embrace and celebrate the unique experiences, perspectives, and cultural backgrounds that each employee brings to our workplace.

We are focused on building a culture that acknowledges and values Diversity, Equity, and Inclusion.

< class="h2">Compensation & Perks

• Base annual salary range of $95,000 - $125,000, commensurate with experience.
• Annual bonus based on performance and company success
• 100% paid medical, dental and vision benefits for employee and dependents
• Company-paid life insurance
• Traditional and Roth 401k plans
• Learning & development opportunities
• Flexible scheduling
• Generous PTO and holiday schedule
• Remote work environment